Case Study: Trademark Global drives growth with Genesys Cloud

Trademark Global boosts referral code usage 111% with Genesys

Trademark Global, an eCommerce retailer, faced challenges with disjointed customer journeys and manual processes across its numerous product lines and marketplaces. They partnered with Genesys to implement the Genesys Cloud CX platform to transform their customer experience into a strategic growth engine.

Using Genesys Cloud capabilities like the Agentic Virtual Agent and Agent Copilot, Genesys provided a solution where AI and human agents work seamlessly together. This implementation resulted in a 42% containment rate by the virtual agent, a 91% success rate on warranty claims, and a 111% increase in referral code usage, directly contributing to business growth.

Trademark Global